Customer Support FAQ

CUSTOMER SUPPORT FAQ

Effective Date:

WHEREAS

WHEREAS, Client Name: requires ongoing customer support and a consolidated Frequently Asked Questions (FAQ) resource for end users; and

WHEREAS, Service Provider Name: has expertise and will prepare, maintain and publish the Customer Support FAQ described herein as part of support services; and

NOW, THEREFORE, in consideration of the mutual covenants contained in this agreement, the parties agree as follows.

SCOPE OF WORK

Service Provider shall compile, review, and maintain a Customer Support FAQ document tailored to Client's products and services, including specified question-and-answer entries, triage guidance, escalation paths, and update procedures. Deliverables, responsibilities, and performance standards are as follows:

CUSTOMER SUPPORT FAQ CONTENT

The following question-and-answer entries will constitute the initial published FAQ. Service Provider will use reasonable commercial efforts to ensure answers are accurate and to flag items that require Client technical confirmation.

Additional questions may be appended or revised pursuant to the change control process described in this Agreement.

PAYMENT TERMS

Client shall pay Provider for the support services and FAQ maintenance in accordance with the following terms.

All amounts are payable in U.S. dollars unless otherwise agreed in writing. Provider may suspend non-essential maintenance or updates if Client fails to pay undisputed amounts within thirty (30) days after written notice of delinquency.

TERM AND TERMINATION

This Agreement commences on the Start Date and continues until the End Date unless earlier terminated as provided below.

Either party may terminate this Agreement for material breach if the breaching party fails to cure the breach within the notice period set forth above. Termination for convenience is permitted upon the giving of the notice period; in such event, Provider shall be paid for services performed through the effective date of termination and any non-cancellable obligations.

CONFIDENTIALITY

Each party shall keep confidential and not disclose to any third party any Confidential Information of the other party. "Confidential Information" means information designated as confidential or that a reasonable person would understand to be confidential given its nature and the circumstances of disclosure, including but not limited to technical data, business plans, customer lists, pricing, and trade secrets. Confidentiality obligations will not apply to information that: (a) is or becomes publicly available through no fault of the receiving party; (b) is rightfully received from a third party without restriction; (c) is independently developed without reference to the disclosing party's Confidential Information; or (d) is required to be disclosed by law or valid order of a court or governmental body, provided the receiving party gives prompt notice and cooperates reasonably with the disclosing party in any protective actions.

Upon termination or expiration, the receiving party will return or destroy Confidential Information as instructed by the disclosing party and certify in writing that it has done so, except that one archival copy may be retained solely to ensure compliance with legal obligations.

GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the state or jurisdiction specified below, without regard to conflict of laws principles.

ENTIRE AGREEMENT

This Agreement, including any attachments and incorporated statements of work, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, understandings, negotiations and discussions, whether oral or written. No amendment or modification shall be effective unless in writing and signed by authorized representatives of both parties.

MISCELLANEOUS

Relationship of the parties: Provider is an independent contractor. Nothing in this Agreement creates an employment, agency, partnership, or joint venture relationship. Liability limitations, indemnification, and insurance requirements, if any, are as set forth in the attached schedule or as otherwise agreed in writing.

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